Tuesday, 19 June 2012

New Jet Airways circular irks pilots


After 19 years of being established in 1993, top brass at Jet Airways have gone back to giving basic lessons to their pilots on how to be make flight announcements. What’s cheesed off the pilots more is the audacity of the 11-page circular that gives them tips on the most obvious points like posture, smile and attitude.
Issued by a vice-president in the company, the circular started with saying how a captain’s in-flight announcements add a human touch to passengers’ flying experience.
“We must endeavour to meet customer expectations by making them feel as if we are speaking to them personally, making our delivery smooth and natural, capturing their attention using good modulation and being conversational,” the circular read.
On how to deliver a good passenger announcement, the Flight Operations VP told its pilots (including senior executive pilots marked on the mail), “A good posture gives the audience confidence in you. It helps your voice stay relaxed and alert. Breath is the basis of good voice. You need plenty of voice under your control to support your voice so that you can be heard. Don’t forget to check your PA system’s serviceability. Do not tap or blow into microphone.”
On important pointers for making announcements effective, the circular said, “Put a smile on your face to make the message pleasant. Have an average speed of delivery, vary your pitch, use good modulation and have an emotional sincerity. Respect the microphone.”
An irked pilot rambled, “This 11-page circular was sent to assert the person’s authority as none of us report to him and he has no specific job mandate.” Yet another Jet official was more cordial and acknowledged that pilots did make bad announcements and a lesson or two reviewing them didn’t harm anyone’s interest. In fact, passenger feedback at many airports have shown that many pilots fail to make any announcements on the flight as it’s not mandatory. Others who are over-zealous end up using the wrong language, irking those travelling with them.


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